Technical Support Engineer

3 billion people across the world work in frontline jobs. Yet, despite rising costs and staff shortages, frontline organisations are still left to choose between paper, Excel, and WhatsApp, or decade-old workforce management solutions to take care of the most important part of their businesses - their people.

Enter Sona: the next generation of AI-native, frontline workforce management. We've built an end-to-end platform covering Scheduling, HR, Payroll, and Communications that gives the largest frontline organisations everything they need to staff more intelligently and empower their teams.

In 4 years, we've already made a deep impact on the lives of over 100k frontline workers and the operation of their organisations, grown the team to 140+, and secured over $100M in funding from notable VCs, including Felicis, Northzone, Gradient Ventures (Google), SpeedInvest, Antler, and Notion Capital, plus notable angels like Tom Blomfield (Monzo).

It's a hugely exciting time to be joining the team as we're still small enough that you'll have a significant impact on the company's growth trajectory and culture, yet large enough to have a great structure, experienced leaders and world-class benefits in place.

About the Role

As our Technical Support Engineer in the US, you'll be the first support team member on the ground in the region - working closely with our UK-based support team and our Austin-based Solutions Architect and Project Manager to ensure our US customers receive the highest level of service.

This is a role with real variety. Day to day, you'll own technical support across email and live chat, troubleshoot complex product issues, and act as the bridge between our customers and our development team. You'll also have the opportunity to support customers through configuration, data uploads, and UAT during their pre-launch period - getting hands-on with the product at a deeper level and helping customers go live successfully.

Being first in a region means you'll shape how support runs here. That's genuinely exciting if you're someone who wants to build, not just execute - and who's energised by the autonomy that comes with owning something from the ground up. You'll be working across time zones with a UK team that's invested in your success, alongside Austin-based colleagues in our go-to-market team, with real visibility into the product and the customer base.

Responsibilities:

• Provide technical support to US customers via email and live chat, troubleshooting and diagnosing complex software issues and escalating to developers where needed

• Support customers through configuration, data uploads, and pre-launch UAT

• Act as subject matter expert on Sona's products, providing guidance to customers and internal teams

• Build and maintain intuitive support flows and keep the knowledge base updated as the product evolves

• Feed customer insights and feedback to the Product team to help us build a better product

• Help shape and document how support runs in the US as we grow the team around you

Requirements:

• 3-5+ years in a technical customer-facing role - Customer Support, Technical Support, Customer Enablement, or similar - ideally in a B2B SaaS environment

• High AI proficiency: you actively use AI tools in your work and are genuinely curious about how they can improve operations and workflows

• Strong communicator - you can break down complex technical issues for non-technical audiences and collaborate clearly across internal teams

• Experience working cross-functionally, ideally in a customer, post-sales, or professional services environment

• Based in Austin, TX and able to travel to our Austin office a few days a week

• Comfortable operating with autonomy in an environment that's still being built - you find this exciting, not unsettling

Bonus: experience in Workforce Management, Care, or Hospitality sectors; familiarity with Zendesk, SQL, Metabase, or JIRA.

Benefits

• Salary: $70,000 - $85,000

• Hybrid and flexible working (Austin area)

• Share options

• 401k contributions, employer match up to 2%

• Comprehensive health insurance available from day one (UnitedHealthcare)

• Enhanced parental leave & pay

• Co-working space stipend

• Bi-annual all expenses paid team retreats

• The latest Macbook and equipment budget for your home office

• Professional development budget

• Unlimited free books

Note: this represents a typical benefits package for a US-based, full-time employee. Exact details may vary based on location and employment type but we try to be as fair as possible to all of our team members. Please ask your contact in the Talent team to clarify the available benefits for you.